- Report: #1120488
Complaint Review: United Airlines - Internet Nationwide
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United Airlines
Internet, Nationwide, USA
Web:
www.united.com
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United Airlines absolutely horrendous customer service Internet Nationwide
On Friday, January 31st my husband and I purchased a total of 6 flights each for one trip to Europe on United.com. We are going to Nashville > Toronto > London > Berlin > Prague > Vienna > DC > Nashville. The experience was the worst I have ever had while purchasing a vacation ticket.
For Christmas, we both received a $100 gift certificate for United with the intent to apply them to our trip. There was not a spot to apply the gift card online while purchasing, like the instructions on the gift certificate says, so we called the customer service line after purchasing. There are a whole slew of restrictions on the gift card, but as far as we knew, we met all of them. The service agents said that the gift card could not be applied.
One of the restrictions says, “For use on United or United Express flights only”. The last leg of our itinerary is operated by United Express from Washington D.C. (Dulles )to Nashville. NOWHERE does it say that it cannot be applied to an itinerary that has multiple carriers. NOWHERE! I spoke with four different service agents and they were progressively more rude than the last, and the fourth one even hung up on me! I was furious, but I decided to take the night and cool off as I had already been on the phone for close to 2 hours.
On Sunday morning, I received an email that said that one of the legs of my itinerary (Berlin to Prague) were cancelled. My husband did not receive the email. The email gave no explanation, but told me to call United customer service so they can help me resolve it. In my opinion, and in order to qualify for even decent customer service, if a mistake was made on the airlines part, I should receive a call with a resolution.
I should NOT receive an email asking me to call, and inevitably hold on the phone for 20 minutes before an solution is even made. The person I spoke with rambled on and on for 20 minutes, but the worst part was, he acted as if he were doing me a favor by fixing the issue! As if I wasn’t buying the ticket, and like it was my fault that the flight was cancelled!
Our experience was miserable, and we both a very bad taste in our mouth about the upcoming travel on the Star Alliance network. I have been a loyal Continental/ United customer and as of today, both my husband and I plan to NEVER purchase another ticket on this airline, even if it means a more expensive fare with another carrier.
This merger has been such a huge disappointment. And the worst part is, nobody even seems to care. Customer service on this airline is absolutely horrendous and something should be done.
2 Updates & Rebuttals
SarahRB
Nashville,Tennessee,
Don't know the full story
#2Author of original report
Mon, February 03, 2014
We purchased one flight, and then immediately called to apply the gift card. The other ticket (mine) was not yet purchased and they would not apply the gift card to the unpurchased one either, Get a life.
Tyg
Pahrump,Nevada,
So???
#3General Comment
Mon, February 03, 2014
Where is the ripoff? Im not seeing one. All I see is someone who expects MORE then anyone is legally allowed to do for them. You got a email stateing there was a issue. They helped you resolve this issue. Sounds to me that your ENTIRE issue is that they wouldnt let you apply your gift cards AFTER your purchase. There isnt enough room on a gift card to put the full terms and conditions of use. Which is why you either have to call or look it up on thier website. You CANNOT expect them to apply $200 AFTER you have made your purchase. Odds are that you did this all online when you should have called THEM BEFORE your order in order to get the gift cards used. It is NOT poor customer service when they DO NOT give you your way. It IS the limitations of thier system nothing more. You are assigning machivelian motives where there are none.
This whole post reads "WAA WAAA They wont give me my way!!!" Get over it princess. Its just life. If you had TRULY wanted to use those gift cards then you would have taken the steps to ensure its use DURING your purchase. Not after when there is NOTHING they can do.
You and I KNOW that you were not as professional as you try and make your post sound. No once they told you that they couldnt apply your gift cards after the purchase, you escallated the issue with some nice little verbal attacks against the poor minimum wage employee. People like you ALWAYS feel it appropriate to abuse employees because you dont get your way. There is NO AMOUNT of money that a person can get paid to put up with YOUR abuse. Just because YOU are a customer does not give you the right to abuse the employees you are dealing with. This is YOUR problem and you need to fix it. Because youre going to do that one day and that poor employee is going to do to you as you have done to them. Youre actually quite lucky that someone hasnt done to you physically what you do verbally. Youre also lucky they didnt just cancel your whole trip. It would serve you right to find out that 48hrs before youre supposed to leave that the whole situation went south because you chose to abuse the wrong person. Running your mouth will ONLY cause MORE problems. YOU NEED TO LEARN HOW TO ACT LIKE AN ADULT!!!!!
